Afifuddin Bin Mohd Nor
Cyberjaya
Summary
Experienced and versatile Open Systems Analyst with a proven track record in efficiently managing server operating systems, hardware, and providing top-notch 1st level troubleshooting support for diverse organizations. Proficient in creating and maintaining administrator and server accounts while ensuring the seamless functionality of critical systems. Dedicated to staying abreast of emerging technologies and committed to ongoing professional development.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
GCC Open Systems Technical Lead
Accenture
08.2012 - 12.2023
- Assisted GCC Manager in managing high-performing team responsible for technical operations, scheduling, training, and claims, ensuring smooth day-to-day operations
- Collaborated with Level 2 OS team to design and implement automation tasks aimed at enhancing efficiency and productivity within GCC Open Systems
- Played pivotal role in creation and regular updating of comprehensive knowledge base, standard operating procedures (SOPs), and streamlined processes, serving as essential references for troubleshooting complex technical issues within GCC teams
- Spearheaded training initiatives by providing guidance and mentorship to newly hired personnel and other Level 1 team members, contributing to upskill programs that improved team competencies and performance
- Successfully managed and meticulously tracked project progress, meticulously ensuring adherence to deadlines and achievement of set goals, resulting in timely completion of critical projects.
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
GCC Open Systems Analyst
AIG/Accenture
09.2018 - 08.2022
- Conducted Level 1 monitoring for server and application support using variety of tools, including Spectrum, Dashboard, and Ngenius Pulse, ensuring availability and performance of critical systems
- Collaborated with hardware vendors and Data Centre team to provide support for hardware troubleshooting, coordinating efficient hardware issue resolution and replacement processes
- Offered Level 1 support for Windows-related issues, including disk space, CPU, memory, and processes alerts, promptly addressing, and resolving problems to minimize disruptions
- Supported Linux servers by promptly alerting Linux team to any issues detected in monitoring tools, ensuring swift response and resolution of Linux-related concerns
- Demonstrated keen sense of urgency by escalating potential P1/P2 outages to Major Incident Manager (MIM) team upon receiving high-priority alerts via email, incident reports, or monitoring tools, contributing to timely resolution of critical incidents.
- Provided client support on system operation and troubleshooting
Service Desk Analyst
AIG
11.2013 - 08.2018
- Provided exceptional customer support via phone and chat channels, efficiently resolving wide range of IT issues including login problems, application glitches, and hardware-related concerns
- Ensured seamless user experience by delivering timely solutions and troubleshooting guidance
- Utilized SCCM console and PowerShell scripting to perform software installations on user machines, streamlining deployment process and enhancing software distribution efficiency
- This contributed to more efficient and organized IT environment
- Assisted users in creation of access requests, facilitating ID creation, software procurement, and software installation
- Ensured that users had necessary permissions and tools to carry out their tasks effectively and securely.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention
Education
Degree in Computer Science (Majoring: Information Security Assurance) -
Universiti Sains Islam Malaysia (USIM)
Nilai09.2010
Skills
- Windows Server
- Management
- Service Now Proficiency
- ITIL4 Foundation
- Virtualization Technology
- Cybersecurity Best Practice Implementation
Certification
- ITIL4 Foundation
- AWS Certified Cloud Practitioner
- Certificate of HDI Support Center Analyst
Timeline
GCC Open Systems Analyst
AIG/Accenture
09.2018 - 08.2022
Service Desk Analyst
AIG
11.2013 - 08.2018
GCC Open Systems Technical Lead
Accenture
08.2012 - 12.2023
Degree in Computer Science (Majoring: Information Security Assurance) -
Universiti Sains Islam Malaysia (USIM)
References
References available upon request
References
References available upon request
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